Installation, warranty and repair policy

• Customers: individuals, households and organizations using installation, repair and maintenance services through the Bluebolt Services platform.
• Brands and partners: brands, distributors, dealers and sellers working with Bluebolt Services under a separate agreement.
• Technician partners: individual technicians, household businesses and companies providing services through the Bluebolt Services platform.

Bluebolt Services does not work on Sundays, public holidays, Tet or official make-up days off. Requests received outside working hours are handled on the next business day.

• Installation time is counted from when the seller confirms on the system that the appliance has been delivered, excluding Sundays, public holidays and Tet. If the schedule needs to change, Bluebolt Services informs the customer and agrees a new time.
• Each order's area is set automatically by the Bluebolt Services system from the ward or commune of the installation address, using the current list on the system. Bluebolt Services may adjust which wards and communes belong to each area from time to time to match operations; changes take effect once updated on the system. The coverage in the table above is the list at the time this document was issued.

When the work is done, the customer and the technician check and test the appliance together and sign the acceptance record. If the service does not meet requirements, Bluebolt Services corrects it.

Bluebolt Services provides a free warranty for technical faults and workmanship errors made by Bluebolt Services' technician partners. The warranty period runs from the date the acceptance record is signed:

• Materials and parts supplied by Bluebolt Services' technicians are covered for the warranty period of the related service. Materials the customer bought themselves are not covered by Bluebolt Services.
• Installation faults are fixed by Bluebolt Services within 24 business hours in areas (1) and (2), and within 36 business hours in areas (3) and (4).
• Bluebolt Services does not cover damage from normal wear, use contrary to instructions, unstable power supply, natural disasters, fire, force majeure, or technical work by a third party not appointed by Bluebolt Services.

• Process: request received → inspection and diagnosis → quote → repair → acceptance. Bluebolt Services only carries out a repair once the customer accepts the quote.
• Bluebolt Services responds within 24 business hours of receiving a request.
• Faults caused by Bluebolt Services or its technicians are fixed as a priority, usually within 24 – 48 hours of identifying the cause. Manufacturer faults are handled under the manufacturer's process.
• Faults covered by the warranty: no charge to the customer. Faults outside the warranty: charged according to the quote the customer has confirmed.

• When a customer submits a service request, Bluebolt Services confirms its status within 5 business hours.
• After the appliance is delivered, Bluebolt Services contacts the customer by Zalo message or phone to confirm the need and the installation appointment. Bluebolt Services makes at least 3 attempts; if the customer still cannot arrange a time, Bluebolt Services informs them of the order status and the procedure for closing the order.
• Customers may choose another installation date within 14 days of delivery; the date must be a business day, not a Sunday, public holiday or Tet. After this period, please contact the seller again.
• If the customer confirms they will install the appliance themselves or no longer need installation, Bluebolt Services stops dispatching a technician and is not responsible for the installation warranty on that order.
• The person receiving the service at the installation address is treated as the customer's representative.

• In addition to the installation labour charge, the customer pays the technician directly for actual costs, including materials and any other additional services.
• The technician explains the scope of work and quotes each item before starting; additional items are only carried out with the customer's agreement.

• To receive the service as agreed, to technical standards and within the committed time; to clear information about service prices, scope of work and the condition of the appliance.
• To be shown by the technician how to use and care for the appliance after installation.
• To ask for a different technician on reasonable grounds; to complain and request a fix, warranty service or compensation if the service is not as committed.
• To have personal information kept confidential under Bluebolt Services' privacy policy and the law.
• To refuse to continue the service if there is a breach of the law, safety rules or professional ethics.

• Provide complete and accurate information about the installation address, the condition of the appliance and any maintenance or repair history.
• Be present, or send a representative, at the installation address on time; provide a stable power supply, a safe work area and easy access.
• Take part in checking, testing and signing off as soon as the service is complete; pay the confirmed quote in full and on time.
• Do not dismantle, tamper with or have a third party repair the appliance while Bluebolt Services is handling it or during the warranty period.
• Treat Bluebolt Services' technician partners respectfully.

• Brands and partners create orders on the Bluebolt Services system with full customer details and the installation address (house number, street, ward or commune, province or city) using the new administrative names in effect from 1 July 2025.
• Orders created during working hours are processed the same day (T); orders created outside working hours are processed on the next business day (T+1).
• Brands and partners confirm delivery on the system once the appliance has reached the customer. Bluebolt Services contacts the customer and starts counting installation time from that moment.
• Bluebolt Services dispatches a technician when 3 conditions are met: the customer has received the appliance; Bluebolt Services has confirmed the order on the system; and it is within working hours.
• To change order details, brands and partners notify Bluebolt Services at least 6 business hours before the scheduled time.

• Detailed prices are set out in the Service Price Appendix of the contract with each brand or partner. Unit prices cover standard installation labour only and exclude VAT and any public holiday or Tet surcharge.
• The standard labour charge applies to safe work locations no higher than 3.5 metres above the ground. Where scaffolding, rope ladders or difficult terrain are involved, a surcharge is announced on the Bluebolt Services system case by case.
• Bluebolt Services may update the appendices (installation policy, service price list, warranty conditions) from time to time. Updated versions are published on the Bluebolt Services website or system and take effect when published.

• The brand is responsible for technical and component faults in the product under the brand's warranty policy; Bluebolt Services helps the customer get in touch, follows up and keeps them updated.
• For faults that need joint handling, once Bluebolt Services and the brand or partner have confirmed the findings, the technician of whichever party is on site fixes the problem for the customer; any costs are reconciled between the parties as agreed.

Bluebolt Services notifies brands and partners of its public holiday and Tet schedule at least 7 days in advance.